Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/08/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pair of shoes sold as size 9.5 width 4E. I received the shoes but they were size 9.5WW. Zappos website says 4E is XW, not WW. I opened a Chat. During our chat, it took 10 minutes for Zappos to respond after EACH comment. Our chat lasted 1 HOUR and was unresolved. First, customer service told me I had received the correct size. I sent them a screen shot of my order, showing 9.5XW, a screen shot of the shoe box my shoes came in showing 9.5WW, and a screen shot of my shoes, printed 9.5WW. Clearly, it was not the correct size. After a long wait, customer service told me WW is 4E. I showed them that on my order, it says 4E is XW. After another long wait, they asked me what I wanted. I said I wanted 9.5XW. After another long wait, they told me they could send a replacement. Then I waited another long wait and they asked me what kind of return label I needed. I did not understand: Were we doing a return? How would I know what label I needed? I did not receive any paperwork in my delivery, except shoes. By now, we had been doing this nearly an hour. I was told since I paid with ******, they could not issue a refund. They would need me to place a new order and return the wrong shoes. We hit the 1 hour **** and had yet to process anything. I am unclear whether the new order would be the right size. When I asked, the question was ignored.I decided it was time to talk to a real person, rather than another hour of this. The first time I called, the outgoing message offered me The Joke of the Day and after the first hold song ended, I was disconnected.I called back and after 25 minutes on hold, was told there were no managers or shift leads available to help me. I could schedule a call-back, which is not really scheduling anything, since it is me waiting for a return call whenever it happens. I asked when I could call back to talk to a manager and she suggested 3pm tomorrow. I asked Pacific Time? She said yes.I just want the right shoes, if they exist.

  Business Response

  Date: 01/09/2025

  Hello ****,

  Thank you for contacting Zappos.com with regards to the wrong size received.

  We apologize for the trouble you had reaching out for assistance when you contacted our customer service. We conducted a thorough investigation to address this issue.

  After further investigation into your account, we were able to take any additional steps for the return of the incorrect item. We've emailed you with these details.

  If you have any further questions or concerns, please don't hesitate to reach out. We're available 24/7 and can be reached at ****************.

  Thank you.

  Customer Answer

  Date: 01/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Should I have further issues while Zappos resolves my problem, I will refile my case or complaint.

  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:01/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested a sales tax refund for order numbers 112-3709903-4272225 and 112-1432632-9573805 on September 20th. Initially, the company was responsive and requested additional details regarding the order numbers. I provided this information along with the necessary supporting documentation, including our tax-exempt form. However, they later sent a file that I was unable to view. I immediately requested them to resend the file, but they did not respond.Since then, I have followed up numerous times, but the company has stopped responding entirely. Ive also attempted to resolve this via chat multiple times, asking representatives to remind their tax team to respond or provide an update. Unfortunately, the representatives were unhelpful and only suggested that I contact the company by ******** has now been nearly three months since I first submitted my request for a sales tax refund, yet I have received no meaningful updates. This delay is particularly frustrating given that I have submitted all the required information and supporting documents. I am unsure why this process has taken so long and hope this issue can be resolved promptly.

  Business Response

  Date: 01/09/2025

  Hello *********,

  Thank you for contacting Zappos.

  Thank you so much for providing us with your tax exemption information. Unfortunately we are currently experiencing technical issues and we are unable to process your tax exemption request at this moment. Please note that this is not indicative of the service we strive for here at Zappos and we do apologize for any inconvenience this may cause.

  Please know that our team is hard at work trying to correct the issue as quickly as possible. As soon as we are able, we will process your request and provide you with an email confirmation.

  Thank you for your patience and understanding.

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22761059
  
  I am rejecting this response because:

  This does not resolve my issue. I appreciate Zappos responding but this should have been mentioned over email to avoid this BBB, and we will need to keep this case open until its resolved. Thanks.
  
  Sincerely,
  
  ********* *******

  Business Response

  Date: 01/10/2025

  Hello,
  
  We apologize for any inconvenience this experience has caused you. 
  
  Your feedback has been received and I will certainly pass this on to the appropriate teams for review, as we take all feedback with open arms to help us improve our customer experience.
  
  Thank you

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22761059
  
  I am rejecting this response because:

  This isn't about feedback - please only get back once you've resolved this issue.
  
  Sincerely,
  
  ********* *******

  Business Response

  Date: 01/23/2025

  We're truly sorry for the frustrating experience you've had with this situation. As soon as we are able to process your request, we will communicate the details to you via email. 

  If you have any further questions or concerns, please don't hesitate to reach out. We're available 24/7 and can be reached at ****************.

  Thank you

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22761059
  
  I am rejecting this response because:

  Again, Zappos continues to respond without resolution.
  
  Sincerely,
  
  ********* *******

  Business Response

  Date: 01/29/2025

  Hello,
  
  Thank you for contacting Zappos. We appreciate your response and information regarding your tax exemption query.
  
  After further investigation, the tax team has reviewed and processed your request and has emailed you with details.
  
  Thank you again for your continued patience and understanding while we fix our technical issue.
  
  Thank you!

  Customer Answer

  Date: 01/30/2025

   
  Better Business Bureau:
  
  This was finally completed but not handled well by Zappos. They did not respond for months and it should not have taken a BBB and multiple messages to get a resolution.
  
  Sincerely,
  
  ********* *******

  Customer Answer

  Date: 02/04/2025

  Please reopen this case. Zappos did not refund us as promised. They did not refund sales tax on order 112-3709903-4272225, which should be for $13.60. As usual, they have also been unresponsive by email. Zappos, can you please clarify why you selectively addressed our concern? We only mentioned 2 orders, this should not have been further mishandled, with emails not responded to, after already months of mishandling.

  Business Response

  Date: 02/04/2025

  Hello,
  
  Thank you for contacting Zappos.com with regards to your tax query.
  
  We apologize for any disappointment and frustrations experienced. We conducted a thorough investigation to further review and address your comments.
  
  After further investigation into your account, we were able to provide additional information for your query. We've emailed you with these details.
  
  If you have any further questions or concerns, please don't hesitate to reach out. We're available 24/7 and can be reached at ****************.

  Thank you for your continued diligence to help us improve our processes.

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22761059
  
  I am rejecting this response because:

  Ive responded to your email with the below. Thank you for responding so quickly here given the overall mishandling/non-communication weve faced with your team for over 3 months:

  Please clarify the length of time you have to refund taxes and why the team failed to mention this.

  Thank you, again.

  Sincerely,
  
  ********* *******

  Business Response

  Date: 02/05/2025

  Hello,
  
  Thank you for contacting Zappos.com with regards to your tax query.
  
  
  We were able to provide information for your query and we have emailed you with these details.
  
  If you have any further questions or concerns, please don't hesitate to reach out. We're available 24/7 and can be reached at ****************.

  Thank you for your advisement.

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22761059
  
  I am rejecting this response because:
  

  Zappos has stated that they cannot contact their own teams and have not resolved the second refund.

  Sincerely,
  
  ********* *******

  Business Response

  Date: 02/10/2025

  Dear *********,
  
  Thank you for your recent tax exempt query.  Unfortunately, our system is currently unable to process a refund for the tax amount associated with your 2023 purchase order.
  
  We recommend visiting the website of your states taxing authorities, including but not limited to your states Department of Revenue or Department of Taxation for detailed instructions on how to file a claim or contacting a tax professional.
  
  If you have any further questions that we may assist with, please dont hesitate to let us know. We're available 24/7 and can be reached at ****************.

  Thank you

• Initial Complaint

  Date:01/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/21/24 I ordered a pair of shoes#***-7162303-5383437 for $139.10.They did not fit & a requested a return on 10/5/24 & took them to *** on 10/7/24. I received a confirmation email from Zappos &a refund for the shoes. On 9/4/24 I ordered a a pair of shoes that look similar on the computer screen to the $139.10, however; these shoes were canvas (vs leather) and were only $52.38 and their order number was #***-3074609-7214604.On 10/25/24 I received an email that stated these shoes were issued a refund even though I did not request one, nor did I send them back, & I still have the $52.38 shoes as of today (12/26/24).I still owe Zappos $52.38 for the shoes I did not request a refund, for which they erroneously issued a refund.On 12/10/24 I received an email from Zappos that stated the following:We are following up because we haven't yet received the return of the item from #***-7162303-5383437.Our records indicate that the merchandise has not been received at our **************'s what we expected to receive back:Same ******* ******* ASIN:BOCKM1W7B3 Color:Black Size:7 Width:M Here's what we received back:#***-3074609-7214604 Bandolino Pannie ASIN:BOCS3YH2NR Color:Black Size:7 Width:M Due to a difference between what was marked for return and what we received, it seems we over-refunded you. On 12/24/24 at 6pm a charge was made to my credit card for $139.10.I was not expecting a charge after business hours on Christmas Eve of this amount, so I reported it to my credit card as fraud. I thought that Zappos meant to recharge the $52.38 non-returned shoes but instead charged for the $139.10 shoes.I pointed out that I still had the other shoes and today their email read: Here's what we expected to receive back: #***-7162303-5383437 so we charged your account. They did not mention the other shoes at all in this email.I pointed out this inconsistency and have not heard back.I would like a refund of $139.10, & to pay what I owe of $52.38.

  Business Response

  Date: 01/09/2025

  Hello *******,

  Thank you for contacting Zappos.com with regards to these refund issues.

  We apologize for the inconvenience this has caused you and have conducted a thorough investigation to address this issue.

  After further investigation into your account, we were able to confirm that both orders have been fully refunded. If you would like to keep order 114-3074609-7214604, please give us a call and our ***************************** will be able to assist further. If you'd prefer to return that order instead, please contact our Customer Loyalty Team so they can assist with a return for you.

  If you have any further questions or concerns, please don't hesitate to reach out. We're available 24/7 and can be reached at ****************.

  Thank you.

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the *** Cozy Knit Slipper New Cream 8 B from the Zappos website on 11/26/2024. I then received an email stating my order was arriving early on 11/30/2024. My order never arrived and I did not receive any other notifications. I follow by calling the Zappos customer care who now tells me they are out of stock. I check the manufacturer, ***, who is also out of stock now. It appears to me that Zappos attempted to sell goods they did not have. They also failed to notify me and now all other retailers are out of stock two-weeks before Christmas.This appears to be false advertising which puts customers like me at a disadvantage during the holidays. I expect Zappos to honor the contract they had with me and deliver the items I paid for in good faith, before Christmas.

  Business Response

  Date: 12/22/2024

  Hello ****,
  
  We apologize for any inconvenience ordering with us has caused, and understand the frustrations encountered with your recent order and delivery.
  
  After reviewing the order in question, we can confirm that a delivery attempt was made to your address for this order, and have refunded this order in full per request.
  
  We truly appreciate the feedback that you have provided regarding our customer shopping experience and will make sure the appropriate team is aware for the future.
  
  Thank You

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a pair of boots via Zappos website, a Christmas gift for a child. Zappos website froze and it appeared the order did not go through and invited me to place the order again. Both orders went through, at 4:05pm and 4:07pm yesterday. I was charged twice. I called Zappos this morning when I discovered the error and was told there was no way to stop the order listed on my account as "in process" and not yet shipped. I was on the phone for 1 hour, with a solution that this young mother in upstate ** in winter weather would be the responsible party to fix Zappos web error and need to return the second item. Because this is a gift, I do not want the problem on her hands rather than the corporation whose problem it is.

  Business Response

  Date: 12/20/2024

  Hello *********,

  Thank you for contacting Zappos.com with regards to your recent duplicate orders with us.

  We apologize for the issue that occurred while placing your order and have conducted a thorough investigation to address this issue.

  After further investigation into your account, we have determined possible solutions to alleviate the issue. We've emailed you with these details.

  If you have any further questions or concerns, please don't hesitate to reach out. We're available 24/7 and can be reached at ****************.
  
  Thank You

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Zappos Customer Service,Im writing to share my concerns regarding recent issues with my orders and challenges Ive encountered navigating your ********** November, I placed an order for shoes and boots, but it was cancelled due to an issue with my payment information. After confirming with my bank that the card was functional, and after being reassured by your team that the issue was resolved, I placed a second order. Unfortunately, while the shoes were shipped, the boots were once again cancelled. I then placed a third order for the boots, but the shipping date has now been delayed until mid-December.These repeated issues have been frustrating, particularly as my card works without issue with other vendors, including ******. I would appreciate if you could review this matter to ensure a smoother transaction process in the future.Additionally, Id like to provide feedback about your website. While I appreciate the ability to filter searches by attributes such as size or color, it is difficult to locate specific products because the filtering options do not allow me to refine my search by the type or line of shoe within a brand. For example, it would be helpful to narrow down options by subcategories like Crossfit shoes within the type or Nano shoes within Reebok, or specific product lines under a brand. Enhancing these filtering options would greatly improve the user ********************************* is known for its customer service and user-friendly approach, so I hope these suggestions will be taken into consideration. I appreciate that the customer service offered $10 discount, but this was not helpful because they only offered on my next order. Considering I just ordered two sets of shoes, one of which the agent was processing, a more thoughtful response would have been to offer a discount on todays order.Thank you for your attention to these matters, and I look forward to your response.

  Business Response

  Date: 12/20/2024

  Hello ******,

  We apologize for any inconvenience ordering with us has caused you and understand the frustrations encountered with your recent orders.

  After reviewing the order in question, we can confirm the payment was declined by your financial institution and our system attempted to collect payment before your order was auto cancelled. 

  We truly appreciate the feedback that you have provided regarding our customer shopping experience and will make sure the appropriate team is aware.

  Thank You

   

• Initial Complaint

  Date:12/03/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have ordered the big girls Appaman Flurry Coat in ******* (size 8) twice now. Twice it has stated only 1 in stock in size 8 big girls. Twice I ordered it through customer service (the first time on 11/22 for a price match and the second on 11/26 because it canceled my order yet the website said only 1 in stock AGAIN as soon as it canceled). Twice I have been given a delivery date. Twice this delivery date has mysteriously disappeared and been replaced with the word processing for days on end. Now, this morning, I have woken up to a cancellation email from Zappos claiming the item is out of stock in size 8. I went back to the Zappos site, and sure enough, the site now says only 1 in stock again. To clarify, the site says sold out after I purchase the item and they dont fill the order, cancel the order , and say oops, its out of stock but as soon as the order cancels MY COAT THAT I HAVE ORDERED TWICE is now showing as the only 1 in stock. I have been given two discounts because of my inconvenience (a $20 one from customer service that I used on my second order, and today a $15 one in my email). But I dont want anything else from Zappos. I would like my coat, my daughter rally has her eyes set on this one. If you go on the website now. Look up this coat in a size 8, you will see what I mean. It says one is in stock. FALSE ADVERTISING

  Business Response

  Date: 12/04/2024

  Hello,
  
  Thank you for contacting Zappos.com with regards to the inventory issue. We apologize for any disappointment and frustrations experienced.
  
  After further investigation, this was an a system error and we didn't have the coat in stock as the system had advised at time of purchase. Unfortunately, the system advised there was one in stock when there was not and upon cancellation the same "ghost" item was re-added to inventory again. We have removed this error from our systems to avoid additional disappointment.
  
  If you have any further questions or concerns, please don't hesitate to reach out. We're available 24/7 and can be reached at ****************.

  Thank You and Happy Holidays!

  Business Response

  Date: 12/04/2024

  Hello,
  
  Thank you for contacting Zappos.com with regards to the inventory issue. We apologize for any disappointment and frustrations experienced. After further investigation, this was an a system error and we didn't have the coat in stock as the system had advised at time of purchase.
  
  Unfortunately, the system advised there was one in stock when there was not and upon cancellation the same "ghost" item was re-added to inventory again. We have removed this error from our systems to avoid additional disappointment.
  
  If you have any further questions or concerns, please don't hesitate to reach out. We're available 24/7 and can be reached at ****************.

  Thank You and Happy Holidays!

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22631637
  
  I am rejecting this response because: I have not heard any satisfactory way in which this inconvenience will be rectified. When I ordered the first time and the item was out of stock, I received a $20 discount on my next purchase. When it happened the second time, I received a $15 discount. So, will I have a $35 discount credited to my account? That is the total of the discounts that should be credited to my next coat purchase. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 12/21/2024

  Hello ******,

  We apologize for any inconvenience this has caused you.

  After further investigation into your account, we were able to confirm that your total discounts of $35 are still active on your account. 

  If you have any further questions or concerns, please don't hesitate to reach out. We're available 24/7 and can be reached at ****************.
  

  Thank You

• Initial Complaint

  Date:12/02/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase the sandals on 20 July of this year. Started a return at that time. Took the sandals to Whole Foods drop off (Saturday 23rd Nov ) as instructed. After drop off and scan I received no notification that return had been started. Usually receive notification of a return on my phone within minutes either via email or on the company site when doing drop offs at **********. Went back to Whole Foods after an hour and they told me that it takes a little while sometimes.!!!Called Zappos they told me to wait 24 hoursAfter 24 hours still no notification via email. call Zappos again they told me to wait a couple of days. No notification it has been 6 days now. I know returns take 30 days for them to process, but notification of drop off should be almost immediate. Something is wrong here. I dont want to wait 30 days for that to turn around and tell me that I didnt make a drop off. I have proof that I made a drop off my own proof which is that photograph that you see of the telephone number that the whole food staff is showing me that I should call to inquire about my return. I need notification from Zappos that states that my return has been started so that I can get my refund within 30 days as stated by them. I dont want to be a victim of mistakes in the Zappos return process or a theft of my return item whether its Whole Foods or Zappos. One of the **** include the address and telephone number of the Whole Foods store, which I made my drop off.

  Business Response

  Date: 12/04/2024

  Hello,
  
  Thank you for contacting Zappos.com with regards to our return process, return timeframes and communicating this information to our customers. We apologize for any disappointment and frustrations experienced. We conducted a thorough investigation to further review and address your comments.
  
  After further investigation into your account, we were able to confirm the refund in question has been processed on 12/1/2024. 
  
  If you have any further questions or concerns, please don't hesitate to reach out. We're available 24/7 and can be reached at ****************.

  Thank You and Happy Holidays!

   

  Customer Answer

  Date: 12/05/2024

  Much to my relief Zappos has issued me a full refund on Tuesday of this week which is great because Zappos has a nice selection of shoes.  Next time if I need to make a return I will use one of the popular shipping companies  if its an option because they hand over a receipt for the surrendered item.

• Initial Complaint

  Date:11/20/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 27, 2024, I placed an order with Zappos.com for a ****************** Carry-On in Texture Blush (One Size) for $1,409.93. After finding a better price on another website, I requested a return label. On September 2, 2024, I received the return label and shipped the package on September 3. According to tracking, it arrived at Zappos' facility on September 10.Despite waiting for over a month, I did not receive a refund. I contacted Zappos multiple times, only to be informed that they had no record of receiving my return. They subsequently closed my account, citing a violation of their terms and conditions. On October 3, I received the return package back at my address.I reached out to Zappos representatives again, obtained a new return label, and shipped the package back on October 14. The tracking confirmed it arrived at their facility on October 16. However, after another month without resolution, I followed up and was told that they had received a different item in the package, though they could not specify what was inside.I never opened the original package after receiving it, as I had decided to purchase the same item at a lower price elsewhere. To protect myself, I had taken a photo of the sealed return package with the shipping label at the *** store. This entire experience has been extremely frustrating, as I returned the package exactly as I received it from Zappos warehouse.

  Business Response

  Date: 12/04/2024

  Hello,
  
  Thank you for contacting Zappos.com with regards to your return and refund query.
  
  We apologize for the delay and frustrations with processing and receiving your refund. We conducted a thorough investigation to address this issue.
  
  After further investigation into your account, we were able to confirm return process with our fulfillment center and proceeded with your pending refund on 12/3/2024. 
  
  If you have any further questions or concerns, please don't hesitate to reach out. We're available 24/7 and can be reached at ****************.

  Thank You and Happy Holidays!

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11/15/24 I had been trying to order a pair of boots for literally hours navigating a VERY user UNfriendly website. Once I finally got the order placedthey cancelled it and then locked my account. I called customer service and he said it would be 24 hours. Or in the morning ? Before my account would be unlocked. Then a half hour later (around midnight) I get 2 emails saying my account is ready to use with my new password. Well I did not see any password. And when I tried to go back to the website it says my account is locked again. Im sorry but this website/process is horrific. And I used a cash back app when I ordered so now thats gone. So at midnight I entered into a chat. Well first they called me the wrong name. Whatever. They went on to say 24 hours I would receive 2 emails la *** da they will have a customer service person call me back to remedy this so I can buy my boots. DAY2: I called customer service again and yada yada same old conversation-with they cannot tell me why my order was cancelled and in 24 hours I would get 2 emails and to call them back (4th contact) and they would walk me through unlocking my account. Excuse me but WHAT?! Does this company sell shoes. I could have learned how to cobble and made my own boots by now. What has happened to this company?! So here I am DAY 3 and no emails, no calls, NO BOOTS! This is the worst customer service I have experienced in 55 years.

  Business Response

  Date: 11/21/2024

  Hello,

  Thank you for contacting Zappos to share your experience with us. 
  
  We've recently implemented an additional security step to protect customer accounts which results in the cancelled orders and locked account status situation that you experienced. We are very sorry for any inconvenience experienced with this security measure.
  
  After further investigation into your account, we have provided a resolution to your query. We've emailed you with these details.
  
  If you have any further questions or concerns, please don't hesitate to reach out. We're available 24/7 and can be reached at ****************.
  
  Thank You and Happy Holidays